Disney Cruise Line and Royal Caribbean International top J.D. Power 2013 Cruise Line Satisfaction Report


J.D. Power, the global marketing information service that provides insightful reports on customer satisfaction have announced that Disney Cruise Line ranks highest in their 2013 industry poll.

The customer satisfaction poll was ranked out of a 1,000 point scale. It was based on the responses from 3,003 customers who travelled on a cruise line in the last year.

Disney Cruise Line scored 871 out of 1,000. Royal Caribbean International ranks a close second in the poll, with a score of 838 / 1,000.

Disney Cruise Line ranked above the report average of 824 – the company performed particularly well in the entertainment and food categories of the poll.  Meanwhile, Royal Caribbean scored well in the service category.

Holland America Line brought in third place with an above average score of 835 / 1,000.   The company also performed particularly well in the ‘service’ category.

Price Matters:

In the report, J.D. Power found that the primary reason for choosing a particular cruise line is price.

However, those saying they “definitely will not” or “probably will not” take another cruise seem to rank the cost as their primary reason why.

The who “definitely will” return cite service as their main reason, highlighting the importance of quality, professional service in the cruise industry.

Ramez Faza, the senior account manager of the global travel and hospitality practise at J.D. Power speaks about cruise line pricing:

“To retain existing customers or acquire new customers, cruise lines need to be extremely sensitive to the price point that is most comfortable for customers, while providing the highest level of service possible.”

“It’s all about perceived value for customers. Did they get their money’s worth? Was the service better than expected? Simply put, cruise lines need to work harder to create an enjoyable experience in which customers feel they are getting a great value for the price. Cruise lines that satisfy their customers and provide them with a reason to cruise again are rewarded with loyal customers.”

Tips for choosing a cruise line:

Further to their research, J.D Power  have offered customers the following recommendations before choosing a cruise line for their holiday:

  1. If you’re planning a family cruise, select a line that provides age-appropriate entertainment and dining/food choice options.
  2. If you’re considering taking a cruise with plenty of port visits, find out which cruise line ranks highest for embarking/debarking. It’s less stressful if you travel with a more organised and efficient company.
  3. Taking a cruise with many ports of call is a fantastic way to travel the world, meet new people and experience new cultures. Research all ports of call ahead of booking your cruise, and plan excursions so you have plenty of time to experience everything you’re interested in – leave plenty of time to get back to the ship!

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Claire has worked in the travel industry since leaving college in 1994. One of this blog's most regular contributors, Claire covers cruise news and industry trends.

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